Help Desk Technician I

Position Summary

Northern Technologies Group (NTG), an SBA-certified 8(a) small business, is seeking a highly motivated Helpdesk Technician to support mission-critical IT infrastructure and ensure the availability, reliability, and performance of customer systems. This role provides frontline support across a wide range of technologies, with a strong focus on Microsoft environments, network monitoring, and end-user administration. In our 24 x 7 x 365 Network Operations Center.

The ideal candidate is detail-oriented, customer-service driven, and eager to grow in a fast-paced IT operations environment.

Essential Duties and Responsibilities

• Provide outstanding service to clients/customers, both internal and external.
• Handles incoming queries and helps requests from end users, via submitted ConnectWise tickets, email, or phone.
• Assists end user with troubleshooting and resolving desktop, network and application-related problems including problems with passwords, printers, email, anti-virus programs and POS software.
• Takes detailed notes of the problem the user is experiencing and determines the steps that can be taken to get the issue resolved.
• Triages and/or resolves end-user problems within scope of responsibility.
• Escalates user support requests to higher-level IT resources, providing adequate notes regarding problem and the steps already taken to try to resolve.
• Assumes responsibility for customer service requests from open to close. 
• Maintains detailed records of user issues to help diagnose future issues. 
• Performs system tests and updates after troubleshooting takes place.
• Executes notification processes to management and clients during service disruptions and facilitate escalation.
• Configures computers and network devices.
• Maintains department-wide operations such as creating, editing and maintaining IT documents.
• Supports the creation of detailed documents on customer networks and systems.
• Provides on-site support if needed.
• Proactively monitors IT tools to prevent possible future user issues.
• All other tasks as assigned.

MINIMUM QUALIFICATIONS (KNOWLEDGE, SKILLS, AND ABILITIES)

• Must be a U.S. Citizen
• High School education or equivalent required; undergraduate education and work experience in entry level IT are preferred but not required.
• 6 months to one-year experience in a help desk/call center environment (preferred). 
• Knowledge of Windows PC hardware and OS support.
• Basic network, LAN & WAN, troubleshooting
• Experience using call tracking system (preferred)
• ITIL Foundations Certification (preferred or must obtain within 3 months of hire date)
• A+ Certification or equivalent (preferred or must obtain within 3 months of hire date)
• Strong organizational skills and the ability to prioritize workload in order to manage goals and meet deadlines through collaboration and teamwork.
• Excellent analytical and problem-solving skills.
• Must have excellent attention to details and good-record-keeping skills.
• High level of interpersonal skills with demonstrated poise, tact and diplomacy.
• Strong professional skills when dealing with customers or partners.
• Excellent communication skills, written and verbal, with the ability to clearly communicate issues to all levels of management.

Physical Demands and Work Environment 

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this position. Reasonable accommodations may be made to enable individuals with disabilities to perform these functions.

While performing the duties of this position, the employee is regularly required to talk or hear. The employee frequently is required to use hands or fingers, handle or feel objects, tools, or controls. The employee is occasionally required to stand; walk; sit; and reach with hands and arms. The employee must occasionally lift and/or move up to 25 pounds. Specific vision abilities required by this position include close vision, distance vision, and the ability to adjust focus. The noise level in the work environment is usually low to moderate. 

Travel

10%

Shift

• Shift 1: Morning, 7:00 AM – 4:00 PM
• Shift 2: Afternoon, 1:00 PM – 10:00 PM
• Shift 3: Night, 9:00 PM – 8:00 AM

Note

This job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice. Employees will be required to follow any other job-related instructions and to perform any other job-related duties requested by any person authorized to give instructions or assignments. This document does not create an employment contract, implied or otherwise, other than an “at will” relationship.